Technical Support Specialist
Mozilla is seeking a Technical Support Specialist to join the Thunderbird team, a trusted open-source email application used by over 20 million people worldwide. As a subsidiary of the Mozilla Foundation, MZLA Technologies Corporation operates independently, focusing on developing privacy-respecting communication tools that empower users to manage their digital lives while maintaining control over their data. The Thunderbird team is expanding its product ecosystem, including subscription services, and is looking for a dedicated professional to enhance user support.
In this role, the Technical Support Specialist will manage technical support tickets from intake through resolution, primarily focusing on Thunderbird’s subscription products. Responsibilities include providing timely and empathetic support, troubleshooting Level 1 and Level 2 technical issues such as account setup, email configuration, and client issues, and triaging incoming requests to determine their nature. The specialist will also escalate complex issues, maintain accurate support records, monitor and respond to community forums and app store reviews, identify recurring user pain points, and create user-facing documentation.
Candidates should have over five years of technical support experience, including Level 1 and Level 2 troubleshooting for software products, web services, email systems, or IT environments. Hands-on experience with email protocols and client configuration issues, such as SMTP, IMAP, JMAP, and account setup workflows, is essential. A working knowledge of DNS fundamentals, including A, MX, and TXT records, as well as SPF, DKIM, and DMARC, is required. Familiarity with Mozilla Thunderbird or comparable desktop email clients and experience using Zendesk or similar CRM, help desk, or ticketing platforms are also necessary.
While specific compensation details are not provided, Mozilla offers a comprehensive benefits package, including rich medical, dental, and vision coverage, generous retirement contributions with immediate vesting, quarterly wellness days, country-specific holidays plus a day off for your birthday, a one-time home office stipend, annual professional development budget, quarterly well-being stipend, considerable paid parental leave, and an employee referral bonus program.
Mozilla is committed to fostering a collaborative and inclusive culture, valuing diverse creative practices and forms of knowledge. The company encourages applications from all individuals, including members of equity-seeking communities, and strives to create an environment where everyone can thrive.